To our horror, we discovered that since PayPal changed to the ShipStation interface (and assigned us a new UPS Shipper Number) on 2/24/2022, the Shipper Address in our tracking.php page now shows the owner's private home address (!) instead of our warehouse address that appears on each UPS label.

We've confirmed that the Ship From addresses in the PayPal / ShipStation screens are correctly set to our warehouse. The only way that PayPal knows the owner's private home address is because it's required information on their Account Owner Information page under Account Settings.

Knowing that PayPal / ShipStation support is almost nonexistent now, can anyone suggest a way to override the $shipperaddress that the tracking.php page gets from UPS, so that it shows either the correct Shipper Address on our labels, or hides that information entirely?

We're hoping for a solution that can continue to work after future Cart updates.

Thanks in advance for any ideas on this.

- Paul D.

Hi Paul
You could try opening vsadmin/inc/inctracking.php in notepad and around line 589 just delete this block...

if(trim($shipperaddress)!=''){ ?>
<div class="ectdivcontainer">
<div class="ectdivleft">Shipper Address</div>
<div class="ectdivright"><?php print $shipperaddress?></div>
</div>
<?php }

Vince

Click Here for Shopping Cart Software
Click Here to sign up for our newsletter
Click Here for the latest updater

Vince, thanks so much for this workaround.

It will be interesting to see of ShipStation has an explanation as to why personal information made it into the public account information they've configured, and a fix. I'm not optimistic.

As noted in another thread, our new PayPal / ShipStation shipper number gives us UPS shipping rates that are nearly half-off what we paid previously - but with no way for customers to see accurate UPS rates in the cart.

Our current workaround is to configure our UPS admin to return Published (not negotiated) rates, and then discount those rates by the current average 47% savings we're getting off that Published rate using this line in includes.php:

$discountshippingups=-47;

It does appear that these lower UPS rates are resulting in higher sales.

Again, your help is much appreciated.

Hi Paul
Assuming the cart has the correct shipper number, you could try dumping the XML request and response and I can give it a look to see if the actual rates are lurking in there somewhere. To do that set this parameter in the includes.php file...
$debugxmlemails=TRUE;
Then also make sure you have negotiated rates set and try going through checkout to the shipping page. You should then get an email with the XML and if you could send that to me. Also please include in the email what you actually get for shipping and what you would expect to see.

Vince

Click Here for Shopping Cart Software
Click Here to sign up for our newsletter
Click Here for the latest updater

Vince,

Unfortunately ShipStation won't supply a Rate Code and Access Key that we can use to query the new Shipper Number they've assigned us.

Therefore I'm assuming there's no possible way to query those new rates.

:-(

Vince, it's been very frustrating to communicate the issue to ShipStation support staff.

Could you please advise the name of the account field or variable (understood by UPS) in the UPS OnLine Tools® Tracking system that vsadmin/inc/inctracking.php queries for the $shipperaddress data?

I'm hoping to relay this information to ShipStation personnel so they'll know where to find and remove the owner's private information that should not be there.

Thanks in advance for any help with this.

Hi Paul
If you set $debugxmlemails=TRUE; parameter again and then try entering a tracking number on the tracking page you should again get an email with the XML request and response. Then just search for the address and copy them the XML block.

Vince

Click Here for Shopping Cart Software
Click Here to sign up for our newsletter
Click Here for the latest updater

I’m posting this in case anyone else runs into recurring UPS “adjustments” (chargebacks) when using ShipStation or the “PayPal Shipping by ShipStation” integration. In our situation, we were charged many hundreds of bogus UPS chargebacks, typically around $4 each.

After months of unproductive troubleshooting, it appears we may have finally resolved the problem.

The adjustments started in 2024, after ShipStation assigned us a new 6-digit UPS shipper number that began appearing on all of our labels. Even though the printed labels were configured to show the correct warehouse return address, UPS Online Tools (through the ECT "track my order" feature) always listed the origin as one of our remote offices—roughly 90 minutes from the nearest UPS hub. We suspected a configuration error tied to that new shipper number, but ShipStation support was never able to identify or correct it.

Recently, PayPal dropped the ShipStation branding from its integrated shipping system and moved all support to its own Merchant Technical Support (MTS) group. Our long-running case transitioned from ShipStation’s support—who seem unable to solve much of anything—to PayPal’s MTS team, who have always been far more capable.

The MTS rep told us that, despite our doubts, we should call UPS technical support at 800-377-4877, provide the shipper number assigned by ShipStation, and ask UPS to fix any configuration issues.

A UPS rep—who was overseas and hard to understand—verified our identity by emailing a 6-digit code to our corporate inbox, located the configuration error, and corrected it. A check of UPS Online Tools now shows the proper warehouse origin address, and the chargebacks seem to have finally stopped.

We’ve been very satisfied with PayPal as our back-end payment-card processor. Their Merchant Technical Support is in a league of its own, and PayPal’s discounted UPS labels cost less than half of what we were paying under our prior negotiated rates. Without those low shipping fees we'd have a much harder time competing with Amazon.

I have to say that from a technical point of view, PayPal are way ahead of any company I've dealt with, ever.
I'm glad they got your problem sorted anyway Paul !!

Vince

Click Here for Shopping Cart Software
Click Here to sign up for our newsletter
Click Here for the latest updater